Senior Help Desk Engineer
One Kattameya, Cairo
Technology – Information Security /
Full-time /
On-site
We’re looking for a Senior Help Desk Technician to take the lead in resolving advanced technical issues and supporting our IT operations. You’ll be working across hardware, software, systems, and networks to ensure seamless and secure day-to-day functionality.
What you'll do:
- Serve as the primary escalation point for complex technical issues from Tier 1 and Tier 2 support staff.
- Provide expert-level support for hardware, software, networking, and system-related problems.
- Monitor and manage help desk ticketing system to ensure timely resolution and high customer satisfaction.
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and other peripherals.
- Assist in onboarding/offboarding processes including account setup, access provisioning, and hardware deployment.
- Maintain documentation of procedures, troubleshooting steps, and system configurations.
- Collaborate with system administrators and network engineers to resolve infrastructure-related issues.
- Participate in IT projects, upgrades, and rollouts as needed.
- Ensure compliance with IT policies, security protocols, and data protection standards.
In order to succeed in this role, you'll need to have:
- 3+ years of experience in IT support/help desk roles.
- Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, and remote support tools.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing systems (e.g. Jira).
- Excellent problem-solving, communication, and interpersonal skills.
- Preferred IT certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL are a plus.
